X-Forces Enterprise
Job Description
Job Title: Customer Experience Executive
Grade: Permanent
Work Base: Reading Office / Hybrid
Hours of Work: 20 hours per week
Reporting to: Business Lending Team - Team Leader
About:
X-Forces Enterprise (XFE) and X-Emergency Services (XES) are two distinct brands under Enterprise ForLife Limited, dedicated to supporting members of the military and emergency services communities—this includes service leavers, veterans, and their families.
Both brands focus on helping individuals transition into self-employment and business ownership by offering tailored support such as business advice, training, access to resources and loan funding, as well as networking and mentoring opportunities.
As a delivery partner for the British Business Bank Start Up Loans scheme, we have helped launch over 4,000 businesses since 2013, facilitating more than £40 million in funding. We manage around 250–350 enquiries per month and work alongside renowned corporate partners including NatWest, Cisco, Barclays, Centrica, and Rolls-Royce.
Job Purpose:
We are seeking a proactive, empathetic, and detail-oriented professional passionate about empowering military veterans, service leavers, and their families to launch successful businesses. At X-Forces Enterprise, you will be the daily lifeline for entrepreneurs navigating the Start-Up Loans process, providing hands-on guidance on documentation, policy compliance, and tailored resources. Your role bridges financial expertise with compassionate customer service, ensuring participants confidently transition from concept to sustainable business ownership. Individual training and on-the-job coaching on the Start-Up Loans process and policy documentation will be provided.
Main Roles and Responsibilities:
* Serve as the primary point of contact for participants, offering daily support via phone, email, and text to demystify the Start-Up Loans application process.
* Clearly explain eligibility criteria, required documents (e.g., business plans, financial forecasts, ID proofs), and repayment terms in simple, jargon-free language.
* Identify and resolve barriers (e.g., confusion about documentation, eligibility concerns) that prevent leads from progressing.
* Schedule follow-up calls/emails to keep leads on track and maintain momentum throughout their application journey.
* Promote X-Forces’ workshops, networking events, and mentorship opportunities to reignite interest in stalled leads.
* Connect applicants with tailored support (e.g., sector-specific training, military charity partnerships) based on their needs.
* Maintain accurate records in CRM systems (e.g., Salesforce & Zoho), tracking application progress, milestones, and follow-ups.
* Provide weekly reports to management on case progression, challenges, and outcomes.
* Partner with marketing to refine outreach campaigns based on lead feedback.
* Share insights with other teams to improve user experience and reduce drop-off points.
* Handle customer complaints in a timely and empathetic manner, ensuring all resolutions align with X-Forces’ policies and compliance guidelines.
* Support applicants in developing their business plans and financial forecasts, offering initial advice and identifying where specialist support or further guidance may be needed.
Applicant Requirements:
Essential:
* Outstanding communication skills (phone, email, video) to build rapport and motivate hesitant leads.
* Experience in customer engagement, lead nurturing, or sales outreach (non-salesy tone!).
* Ability to simplify complex processes (e.g., loan applications) for diverse audiences.
* Proficiency in CRM tools (e.g., Salesforce, Zoho) and Microsoft Office.
* Empathy for the unique challenges faced by veterans, reservists, and military families.
* Strong attention to detail and the ability to interpret basic financial information (e.g. cash flow, forecasts).
* Willingness to learn and grow into a business advisory function, including providing tailored guidance on start-up planning and funding readiness.
Desirable:
* Familiarity with the Armed Forces community or military transition support networks.
* Basic knowledge of entrepreneurship, start-ups, or small business funding.
* Experience in the financial services sector, particularly in client support or advisory roles.
* Experience using automated follow-up tools (e.g., email sequences, SMS reminders).
Why Join X-Forces?
You’ll play a pivotal role in transforming “maybe” into “yes” for military entrepreneurs. Every revived lead could mean a new business owner empowered to thrive post-service.
Remuneration Package
Salary: Starting at £13,000 (£26,000pa pro-rated). Annual grade increments based on performance, development and responsibility.
There is a contributory pension scheme and 10 days paid holiday plus bank holidays.
Employees are able to use two and half paid Volunteering Days per annum in relation to the military community.
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